frukostseminarium den 12 december 2014 med lee sankey
TRANSCRIPT
Customer Experience, your missing strategic ingredient?Stockholm -12/12/14
Lee Sankey Innovation, Experience and Design Director
@leesankey
Customer Experience more relevant than ever
Why?
Customer Experience, your missing strategic ingredient?
1 Disruption and Change
Customer Experience, your missing strategic ingredient?
Disruption and change
Disruption and Change
1 Disruption and Change
Business model, service model and technological innovation essentially culminate in new experiences as well as new utility
Customer Experience, your missing strategic ingredient?
But there’s a problem…
Customer Experience, your missing strategic ingredient?
Organisations are not traditionally not designed to be agile, to change or to innovate.
There are typically cultural and technological barriers.
2 ?
Customer Experience, your missing strategic ingredient?
Customer Experience, your missing strategic ingredient?
“Through the object that I was sat in front of, I had a very clear sense of the people who made it. I had a clear sense of their values, preoccupations, the things they cared about, the reasons they made it.”
“ …via the object, I had a really clear sense of this company. This was the beginning of a realisation that what we make completely testifies to who we are”.
Jonathan Ive, Design Museum, London 2014
Lee Sankey | Customer Experience, your missing strategic ingredient?
What definition does that remind you of?
Brand
2 Experience is your brand
Lee Sankey | Customer Experience, your missing strategic ingredient?
2 Your brand is your experience
Which - best customer service of any brand in the UK.
Lee Sankey | Customer Experience, your missing strategic ingredient?
2 Your brand is your experience
But there’s a problem…
Lee Sankey | Customer Experience, your missing strategic ingredient?
Being a ‘brand guardian’ is patrolling the kingdom of fonts, marques and photography, not experience.
The prevailing corporate marketing view of brand is outdated
Brand Police
But there’s a problem…
Lee Sankey | Customer Experience, your missing strategic ingredient?
Experience design is not typically part of the boardroom conversation.
You have COO, CFO, CMO but where’s the C - Experience/Design/Innovation?
Lee Sankey | Customer Experience, your missing strategic ingredient?
Rise of Chief Digital Officer = More Channel Thinking = Sirens!
3 Distributed interactions and value
Lee Sankey | Customer Experience, your missing strategic ingredient?
3 Distributed interactions and value
No longer just a branch and a cheque book
Connected music, distributed access
3 Distributed interactions and value
Nike, more than just shoes
3 Distributed interactions and value
But there’s a problem…
Lee Sankey | Customer Experience, your missing strategic ingredient?
3 Distributed Interactions and Value
Organisations are not traditionally not designed for delivering holistic, coherent experiences.
They are silo’d, they think in channels.
A new era for design
Design is a vehicle for driving innovation, creating better experiences and delivering better outcomes
We see…
Lee Sankey | Customer Experience, your missing strategic ingredient?
Lee Sankey | Customer Experience, your missing strategic ingredient?
Bottomline impact.
Design Council Research/DMI Research
Forrester Research on Customer Experience
Design becoming a part of the boardroom
Design based approaches changing institutions
6 Themes for making Customer Experience part of your strategy
TOM, meet TEM
1
Lee Sankey | Customer Experience, your missing strategic ingredient?
Culture
2
Is there a disconnect between the stated intention and actual culture?
Are people comfortable with the status quo?
Are you customer centric? E.g testing with customers?
Are incentive approaches counter productive?
What is your culture type, patriarchal, tribal, hierarchy
Ways of Working
3
Do your working practises encourage innovation, delightful customer experiences?
Are you collaborating, internally? product/brand/design/operations/tech?
Are you too inward facing? Strategic partnerships
Build, test and learn
From “PLAN and IMPLEMENT” to “DO and ADJUST”
Small Bets -Move forward without knowing all the facts
Data + Empathy + Beliefs
4
Awareness of the right strategic inputs and conviction.
Data does not deliver empathic leaps. Fitch & Asian Paints
Knowing “faster horses”
Our Worst Ideas
5
Design is like Finance
6
Or
Design as Service/function Design orientated
“Design is part of the strategic conversation
“Make me one of these
Design Literacy
Design Mastery
Can you become a design driven company without ‘distributing’ design engagement?
Simply put, are you making customer experience and therefore design part of your strategy? …
Lee Sankey | Customer Experience, your missing strategic ingredient?
@leesankey
Thanks